End-User Desk-Side Services Lead

HCL Technologies Limited; Pennsylvania; On-site; USD 78,000 - 90,000; Full time

Job summary

HCL Technologies Limited in Pennsylvania, United States, is seeking a Track Manager - Desk Side Services for AMT Asset Management Software. You will lead end-user IT support operations across Windows, Mac, and hardware platforms, delivering high-quality desk side services and driving continuous improvement.

You will mentor teams, align with client SLAs, and collaborate with stakeholders to translate requirements into service enhancements while maintaining compliant documentation and reporting.

Qualifications

• Expertise in end-user IT support operations for large-scale environments.
• Strong troubleshooting and diagnostic skills for end-user hardware and software.
• Proficiency in process optimization, operational reporting, and SLA management.
• Excellent leadership, mentoring, and communication in technical support.

Responsibilities

• Lead Desk Side Services operations, optimize support processes and ensure SLAs.
• Oversee escalated incidents involving hardware break-fix, printers, and Mac support.
• Evaluate tools and methodologies for asset management and end-user device support.
• Mentor support teams on best practices and proactive incident management.
• Collaborate with stakeholders to improve asset management workflows.
• Engage with clients to translate requirements into service improvements and high satisfaction.
• Ensure compliance with policies and maintain documentation and reporting.

Skills

End-user support leadership

Desk Side Services

Windows/mac hardware

SLA management

Team mentoring

Tools

Asset management tools

Incident management platforms

Remote support technologies

Job description

HCL Technologies Limited in Pennsylvania, United States, is seeking a Track Manager - Desk Side Services for AMT Asset Management Software. You will lead end-user IT support operations across Windows, Mac, and hardware platforms, delivering high-quality desk side services and driving continuous improvement.

You will mentor teams, align with client SLAs, and collaborate with stakeholders to translate requirements into service enhancements while maintaining compliant documentation and reporting.